User support experience with automatically generated virtual environment

ABSTRACT

A virtual environment service obtains automatically collected diagnostic information from a deployed instance of a computer system and automatically generates a reproduction of an environment of the instance of the computer system, based upon the collected diagnostic data. User interactions with the virtual diagnostic environment can be recorded to identify a technical issue with the deployed instance of the computer system. A fix for the issue is applied in the virtual diagnostic environment so that it can be verified by the user prior to applying it to the deployed instance.

BACKGROUND

Many types of computer systems are currently in wide use. Some suchsystems are large, and can include thousands of different forms and manydifferent workflows, as well as a large number of different data models,among other things.

Some such computer systems include business systems, such as enterpriseresource planning (ERP) systems, customer relations management (CRM)systems, line-of-business (LOB) systems, database systems, among manyothers. These types of systems are often customized, and some heavilycustomized, when they are deployed within an organization.

For example, a software manufacturer may provide a base computer systemthat is subsequently modified by developers, such as value addedresellers and independent software vendors. The modified version of thecomputer system may then be ultimately implemented within anorganization (such as a business). The computer system is often furthermodified during implementation. Also, once the computer system isfinally deployed, it may be even further modified over time. Forinstance, the end users (or their administrators) may download fixes,cumulative updates, or make other modifications, customizations orextensions to the computing environment where the computing system isdeployed. This often results in every instance of the computer systembeing unique, because the ultimate implementation can be very tightlycoupled to the customer, industry, region and mode of operation of agiven enterprise.

This can lead to challenges when a user of the computer system attemptsto obtain technical support in order to address an issue with thecomputer system. Currently, the support experience for a user can bequite cumbersome and time consuming While the support experience cantake many forms, one common form involves the user first calling atechnical support person by telephone. The user is connected with asupport engineer who often asks the user a variety of differentquestions in order to obtain some idea of the symptoms of the technicalissue that the user is encountering. This is done so the supportengineer can attempt to reproduce the problem so that it can be fixed.

Such computer systems are often so complex that just reproducing theproblem can be very difficult. The amount of information that isnormally needed in order to accurately reproduce the problem can be verylarge. Often, this information is not all gathered during the initialtelephone discussion. Instead, the support personnel follow up with theuser by having additional telephone calls, and by communicating in otherways. Often, this phase of the support experience involves manyelectronic mail exchanges between the user and the support personnel,simply in order to clarify the exact nature of the problem, and in orderto reproduce the environment that the user has, so the problem can beaddressed by the technical support personnel.

Once the support engineer is finally able to reproduce the problem, itis described and often sent to a different development team in order togenerate a fix for the problem. The developers that are attempting tofix the problem may need even more information from the user thatreported the problem, which results in more clarifying communicationsbetween the user and the developer. When the developer finally believesthat he or she has developed a fix for the problem, the user is notified(often by e-mail) that a fix has been developed, and that it can beapplied by the user.

Sometimes, even after the fix is applied by the user, it fails to fixthe problem that the user reported. Thus, the entire process (or atleast parts of it) are repeated. This can be quite frustrating for theuser.

The discussion above is merely provided for general backgroundinformation and is not intended to be used as an aid in determining thescope of the claimed subject matter.

SUMMARY

A virtual environment service obtains automatically collected diagnosticinformation from a deployed instance of a computer system andautomatically generates a reproduction of an environment of the instanceof the computer system, based upon the collected diagnostic data. Userinteractions with the virtual diagnostic environment can be recorded toidentify a technical issue with the deployed instance of the computersystem. A fix for the issue is applied in the virtual diagnosticenvironment so that it can be verified by the user prior to applying itto the deployed instance.

This Summary is provided to introduce a selection of concepts in asimplified form that are further described below in the DetailedDescription. This Summary is not intended to identify key features oressential features of the claimed subject matter, nor is it intended tobe used as an aid in determining the scope of the claimed subjectmatter. The claimed subject matter is not limited to implementationsthat solve any or all disadvantages noted in the background.

BRIEF DESCRIPTION OF THE DRAWINGS

FIGS. 1A and 1B (collectively FIG. 1) is a block diagram of oneillustrative support architecture.

FIGS. 2A-2C (collectively FIG. 2) show a flow diagram illustrating oneembodiment of the operation of the architecture shown in FIG. 1 insupporting a user.

FIGS. 3A-3Z-1 show exemplary user interface displays that can begenerated.

FIG. 4 is a block diagram of one embodiment of the architecture shown inFIG. 1 deployed in a cloud computing architecture.

FIGS. 5-10 show various embodiments of mobile devices.

FIG. 11 is a block diagram of one illustrative computing environment.

DETAILED DESCRIPTION

FIGS. 1A and 1B are collectively referred to herein as FIG. 1. FIG. 1 isa block diagram of one illustrative support architecture 100. Supportarchitecture 100 shows user 102 interacting with user interface displays104 generated by a user device 106. The user interface displays 104include user input mechanisms that user 102 can interact with in orderto control and manipulate, an enterprise system (such as a businesssystem) 108.

FIG. 1 also shows that architecture 100 includes a life cycle system 110that interacts with a virtual environment service 112 to generatevirtual diagnostic environments in a virtual control system 114. Supportengineers 116 and developers 118 can interact with the virtualdiagnostic environments in system 114 to generate a fix 120 that can beapplied to enterprise system 108 to fix a technical issue reported byuser 102. Before describing the operation of architecture 100 in moredetail, a brief description of some of the items in architecture 100will be provided.

In the embodiment shown in FIG. 1, user device 106 can be a wide varietyof different types of devices, such as a desktop computer, a laptopcomputer, a mobile device (such as a tablet or smart phone), amongothers. It illustratively includes processor 122 in data store 124,which will be described in greater detail below.

Enterprise system 108 can be a wide variety of different types ofenterprise systems that are deployed for an organization. The presentdiscussion will proceed with respect to enterprise system 108 being abusiness system (such as a CRM system, an ERP system, an LOB system,etc.). This description is provided for the sake of example only, and itcould be other systems as well.

FIG. 1 shows that system 108 illustratively includes processor 126, datastore 128, diagnostic data collection component 130 and other components132. In one embodiment, data store 128 stores business data 134, versionnumbers 136 for the various items deployed in business system 108, alisting of the updates 138 that have been applied to business system108, a list of fixes 140 that have been applied to business system 108,and it can store other information as well. In one embodiment, thebusiness data 134 includes entities, workflows, and other information.Business applications (such as general ledger applications, inventoryapplications, billing applications, etc.) operate on the data andworkflows in data store 128 to allow user 102 to perform tasks,activities, operations, or other things in order to conduct the businessof the organization in which business system 108 is deployed.

Diagnostic data collection component 130, when requested, illustrativelycollects a variety of different types of diagnostic data that can beused to identify the configured environment of business system 108. Thediagnostic information can illustratively be used to generate a virtualdiagnostic environment as described below with respect to FIGS. 2A-2C.

Life cycle system 110 illustratively includes a plurality of differentservices 142-144 which can be used by various groups in order toidentify, track and resolve issues that arise during various life cyclestages of a project (e.g., from pre-sale to implementation andmaintenance). For instance, as business system 108 is being designed,built, deployed and tested, the various services 142-144 illustrativelyallow the developers, as well as the user organization, to track issueswhich arise and to determine whether the customer's expectations are metwhen the final instance of business system 108 is deployed at theorganization. User 102 can illustratively log into life cycle system 110to view the various information provided by services 142-144. Diagnosticdata collection component 130 can be deployed either within businesssystem 108, or within life cycle system 110, or part of it can bedeployed in both places. It is used in conjunction with services 142-144to obtain diagnostic environmental information from the particularbusiness system instance 108. Issue reporting component 143 lets a userreport an issue the user is having with business system 108. Issuereproduction component 149 allows the user to reproduce the issue in adiagnostic environment, and issue verification component 151 allows theuser to verify that the issue is fixed in the diagnostic environment.These are described in greater detail below as well.

Virtual environment service 112 illustratively includes virtual machinegenerator 146 and mapping component 148. Virtual machine generator 146illustratively obtains the collected environmental data 141 (that can becollected by diagnostic data collection component 130) and generates avirtual machine in virtual machine control system 114 so that itreproduces the environment of business system 108. Virtual machinecontrol system 114 includes one or more processors 154. The virtualmachines are indicated by virtual business system instance 150 andvirtual business system instance 152. Mapping component 148illustratively generates user mappings, and other mappings, between thevirtual instances 150-152 in system 114, and users 102 (as well assupport engineers 116 and developers 118). The mappings can be used foraccessing the virtual instances.

Before describing detailed operation of architecture 100, a briefoverview of the operation will be provided to enhance understanding.User 102 first encounters a technical issue with business system 108(system 108 is not functioning as desired). This can happen in a varietyof ways such as when user 102 is using or deploying or otherwiseinteracting with business system 108. User 102 then logs into life cyclesystem 110 to report the issue. Issue reporting component 143illustratively generates user interface displays 104 with user inputmechanisms that user 102 can interact with in order to identify anddescribe the issue. System 110 then uses diagnostic data collectioncomponent 130 to collect environmental data that can be used toreproduce the environment in which business system 108 is deployed.System 110 provides the collected environment data 141 to virtualmachine generator 146 which generates a virtual business system instance(e.g., instance 150) as a virtual diagnostic environment that reproducesthe environment in which business system 108 is running (absent theactual data for system 108). Mapping component 148 maps user 102 (andother authorized users) to virtual business system instance 150, so theycan access it later. Issue reporting component 143 then generates anotification to user 102 that the virtual business system instance 150has been generated. User 102 then accesses the virtual business system150 through component 149 and reproduces the technical issue which user102 reported. Reporting component 155 can record the user's actions, inreproducing the technical issue. Support engineers 116 can then accessthe recorded or described issue which has been submitted by user 102,and further define the issue for developers 118. Developers 118 can thenaccess the virtual business system instance 150 to generate a fix 120that fixes the technical issue. System 110 then notifies user 102 that afix has been generated. User 102 can then access virtual business systeminstance 150 (through component 151), again, with the fix applied, toverify that the technical issue has indeed been resolved. If so, user102 illustratively downloads fix 120 and applies it to business system108 to fix the technical issue.

A more detailed discussion of the operation of architecture 100 will nowbe provided with respect to the flow diagram of FIGS. 2A-2C(collectively referred to as FIG. 2). FIGS. 3A-3Z-1 show exemplary userinterface displays that can be generated by system 110. FIGS. 2-3Z-1will now be described in conjunction with the block diagram of FIG. 1.

User interface component 145 first illustratively generates userinterface displays so that user 102 can log into system 110 and identifya new problem or technical issue. This is indicated by block 200 in theflow diagram of FIG. 2. User interface component 145 then illustrativelyreceives customer identification inputs that identify the issue. This isindicated by block 202. By way of example, the user inputs can includeuser information 204, and issue description 206, or other information208. Also, as part of identifying the issue at block 202 of FIG. 2,system 110 can illustratively run diagnostic data collection usingdiagnostic data collection component 130, in order to obtain diagnosticdata describing the environment in which business system 108 isdeployed.

FIG. 3A shows one embodiment of a user interface display that can bedisplayed by system 110, and that allows user 102 to initiate the loginprocess. For example, user 102 can actuate button 300 to begin thelogin. FIG. 3B shows one embodiment in which user 102 illustrativelyprovides authentication information (such as a username and password),etc. By way of example, user 102 can provide alphanumeric inputs in textboxes 302 in order to do this. User 102 can then actuate the sign-inuser input mechanism 304 to sign in to system 110.

User interface component 145 then illustratively generates a userinterface display, such as display 306 shown in FIG. 3C. Display 306illustratively includes a variety of user input mechanisms, including aprojects user input mechanism 308. When the user actuates projects userinput mechanism 308, the user is illustratively navigated to a projectsdisplay, such as display 310 shown in FIG. 3D. Projects display 310 canillustratively include a variety of additional user input mechanisms,that can be actuated by the user, in order to navigate to more detailedinformation about a variety of different things.

In one embodiment, the user input mechanisms illustratively include userinput mechanism 312 that corresponds to “support issues”. When the useractuates user input mechanism 312, user interface component 145illustratively navigates the user to a user interface display, such asuser interface display 314 shown in FIG. 3E. User interface display 314illustratively includes a set of user input mechanisms 316 thatcorrespond to issues that are currently being addressed for businesssystem 108. In one embodiment, user input mechanisms 316 include activeissues user input mechanism 318. When the user actuates mechanism 318,the user is illustratively navigated to more detailed information aboutactive issues. User input mechanisms 316 also illustratively include areproduction user input mechanism 320. When the user actuates mechanism320, the user is illustratively navigated to more detailed informationabout issues that are currently being reproduced (or which need to bereproduced) so that they can be submitted for developers to investigateand fix them.

User input mechanisms 316 also illustratively include a verify userinput mechanism 322. When the user actuates user input mechanism 322,the user is illustratively navigated to a set of user interface displaysthat allow the user to verify that fixes have actually remedied orresolved the particular issue that was reported.

User input mechanism 316 also illustratively includes an all issues userinput mechanism 324 and a log new issue user input mechanism 326. Whenthe user actuates mechanism 324, the user is illustratively navigated toa display that shows more detailed information about all issues that arecurrently submitted. When the user actuates mechanism 326, the user isillustratively navigated to a set of user interface displays that allowthe user to log a new issue with business system 108 so that it can beinvestigated and fixed.

FIG. 3F shows one embodiment of a user interface display 328 that allowsthe user to begin describing the new issue. User interface display 328illustratively includes a stage indicator 330 that shows the user thestage in which the present issue currently resides. Stage indicator 330illustratively includes a new indicator 332 that shows that the presentissue is a newly reported issue. Repro indicator 334 illustrativelyindicates that the issue is being reproduced (or needs to be reproduced)by the user so that it can be investigated and fixed. Active indicator336 indicates that the present issue is active (and is being worked onby support personnel). Verify indicator 338 indicates that the fix hasbeen generated for this issue, and the user can illustratively verifythat it works, in the virtual diagnostic environment created for thisissue. Closed indicator 340 indicates that the issue has been closed.

User interface display 328 also illustratively includes an environmentuser input mechanism 342 that allows the user to identify a particularenvironment in which business system 108 is deployed. In the embodimentshown in FIG. 3F, mechanism 342 is a drop down menu that allows the userto select a production user input mechanism 344 to indicate that system108 is in production. The user can also actuate a UAT user inputmechanism 346 to indicate that system 108 is deployed in a useracceptance testing environment, and testing user input mechanism 348indicates that business system 108 is still deployed in a testingenvironment. Of course, other mechanisms can be used as well.

FIG. 3G shows another embodiment of a user interface display 350. Userinterface display 350 can be generated in response to the user selectingthe specific environment using user input mechanism 342.

FIG. 3G shows that diagnostic data collection component 130 has beenrun, and has collected a set of diagnostic data shown generally at 352in FIG. 3G. The collected data (141 in FIG. 1) can include a widevariety of different kinds of information that can be used to reproducea diagnostic environment which is the same as the environment ofbusiness system 108. That information can include, for example, theserver operating system used in business system 108, the databaseversion used in system 108, the version of the application platform usedto perform content and document management, a major version of businesssystem 108, an identification of the updates 138 that have been appliedto business system 108, any fixes that have already been applied tosystem 108, among other things. Receiving user environmental data 141from diagnostic data collection component 130 is indicated by block 210in the flow diagram of FIG. 2. The server operating system is indicatedby block 212, the database version is indicated by block 214, theversion of the application platform is indicated by block 216, thebusiness system version is indicated by block 218, the updates installedare indicated by block 220, the fixes installed are indicated by block222, and other information is indicated by block 224. Some of thediagnostic information is shown generally at 352 in FIG. 3G.

User interface display 350 also illustratively includes a modelsinstalled user input mechanism 354. When the user actuates user inputmechanism 354, the user is illustratively navigated to another userinterface display that shows the various models that are installed onbusiness system 108.

For example, FIG. 3H shows one embodiment of a user interface display356 that can be generated to show this. FIG. 3H includes a popup display358 that lists the various models that are installed on business system108. In one embodiment, the models are listed by identification number,the layer where they reside, the model name, the model publisher, theversion number and whether the model has been signed, as well as adescription of the model. Once the user has viewed the installed models,the user can close popup display 358, and actuate a next user inputmechanism 360 on the user interface display of FIG. 3G.

This illustratively navigates the user to another issue description userinterface display, such as user interface display 362 in FIG. 3J. Userinterface display 362 displays a set of user input mechanisms 364 thatallow the user to identify himself or herself, and pertinent information(such as the user's time zone, telephone number, e-mail address, primaryand secondary support languages, the region of the country where theuser resides, etc.).

After the user has entered this information, the user illustrativelyactuates a next user input mechanism 366 that navigates the user to auser interface display that allows the user to describe the problem inmore detail. FIG. 3J shows one embodiment of a user interface display368 that can be generated in order to do this. User interface display368 illustratively includes a user input mechanism 360 that allows theuser to give the issue a title, and a set of user input mechanisms 372that allow the user to identify a topic and subtopic for the issue. Aseverity level input mechanism 374 allows the user to identify aseverity level associated with this level. The user is alsoillustratively provided with an issue description input mechanism 376that allows the user to describe the problem using text. Further, userinput mechanism 378 allows the user to describe the actual result versusthe expected result when the user performs a given action withinbusiness system 108, and which identifies the issue. User inputmechanism 380 allows the user to identify the symptoms that led to thesubmission of the present issue.

In one embodiment, if the user identifies a severity level usingmechanism 374 that is high enough, the user is provided with additionaluser input mechanisms shown generally at 382 that can be used to furtherdefine the severity level of the issue, such as whether the issue iscausing a critical work stoppage, whether the user has personnelavailable to work on the issue during non-business hours, and allowingthe user to confirm the criticality level assigned to the issue.

Once the user has defined the issue, the user can illustratively actuatenext user input mechanism 384. This illustratively navigates the user toa user interface display, such as display 386 shown in FIG. 3K. Once theuser has defined the issue, system 110 can illustratively display, inuser interface display 386, a number of potential fixes that havealready been generated, and may be applicable to the issue described bythe user. By way of example, one of the services in system 110 may be ahot fix service that tracks the various hot fixes that have beengenerated for business system 108. Issue reporting component 143 cangenerate a query, based upon the issue reported by the user, to identifyany fixes that may potentially fix the problem, if installed on businesssystem 108. The user can illustratively download any of the fixes indisplay 386 by actuating a corresponding user input mechanism (showngenerally at 388). Displaying the list of potentially relevant fixesthat are already available is indicated by block 226 in FIG. 2.Receiving a user input to apply a displayed fix is indicated by block228.

If the user does apply a fix, then the state of the current issue issaved so that the user can return to it, if the fix does notsuccessfully address the issue. Saving the current state of the issue isindicated by block 230 in FIG. 2. In one embodiment, the issue is savedby logging the title, version number, customer, project, the identifyingnumber of the fix that was downloaded, and the models installed onbusiness system 108. Issue reporting component 143 then sends the user alink to return to this particular issue, at this particular spot in theissue reporting flow, if the fix does not resolve it. This is indicatedby block 232 in FIG. 2. The user can also illustratively actuate a linkto indicate that the fix did indeed resolve the issue. If this happens,this information is logged so that it can be used to improve futureanalytics corresponding to reported issues of this type. Determiningwhether the issue is resolved and logging that information is indicatedby blocks 234 and 236 in FIG. 2.

If the user has applied one of the fixes, but the fix did not resolvethe problem, then the user can illustratively actuate the link sent byissue reporting component 143 to return to the issue reporting flow.Having the user actuate the link is indicated by block 238 in FIG. 2. Inthat case, processing reverts to block 240. The same is true if, atblock 228, the user did not elect to apply any of the fixes that weredisplayed in user interface display 386 of FIG. 3K.

In either case, the user illustratively actuates a next indicator 390 inthe user interface display of FIG. 3K, and system 110 provides thecollected environmental data 141 to virtual environment service 112,where it is used to generate a virtual diagnostic environment (such asvirtual business system instance 150). In generating the virtualbusiness system instance 150, virtual environment service 112 first usesvirtual machine generator 146 to provision a virtual environment (togenerate a virtual machine) in virtual machine control system 114. Thisis indicated by block 242 in FIG. 2. Mapping component 148 thengenerates mappings 156 that map the users and various engineers 116 anddevelopers 118 to the virtual environment (e.g., the virtual businesssystem instance 150) that has just been generated, so they have accessto it. This is indicated by block 244. Other steps 264 can be taken inorder to generate the virtual environment as well.

FIG. 3L shows one illustrative embodiment of a user interface display392 that can be used to convey this information to user 102. Itindicates that the virtual environment is being provisioned within thevirtual machine control system 114 and that the user will be sent amessage with a username and password (or other authenticationinformation) when the environment is ready to be accessed by the user.

FIG. 3M shows one illustrative user interface display 394 that can begenerated by virtual machine control system 114. It illustratively showsthat the particular geographic region where the user resides (whoreported the issue) is passed to system 114 so that the virtualenvironment is created in a data center that is close to that geographicregion. This allows the support personnel and the user to be in thesame, or close to the same, time zone. The virtual environment iscreated using the collected environmental data 141 that was collected bydiagnostic data collection component 130. The various hot fixes that hadbeen applied to business system 108 are applied in the diagnosticenvironment as well. In one embodiment, one virtual environment (such asone virtual business system instance 150) is created for each issue thatis submitted. Notifying the user that the virtual environment has beencreated as a diagnostic environment for that user is indicated by block248 in FIG. 2. Sending the username and password is indicated by block250, and sending other information is indicated by block 252.

At that point, the user can again log in to life cycle system 110through suitable user interface displays generated by user interfacecomponent 145. The user can navigate to the user interface display suchas user interface display 396 shown in FIG. 3N. User interface display396 is similar to user interface display 314 shown in FIG. 3E, andsimilar items are similarly numbered. However, it can be seen that inFIG. 3N the user is actuating the “repro” user input mechanism 320. Thisillustratively navigates the user to a user interface display thatincludes more information about various issues that need to bereproduced by the user so they can be investigated and fixed.

By way of example, FIG. 3O shows a user interface display 398 that canbe generated in order for the user to do this. Display 398 includes anissue that has a virtual environment provisioned for it, so that theuser can reproduce the issue on the virtual environment. Display 398includes table 400 that identifies the issue. It illustratively includesa service request number field 402, title field 404 that lists the titleof the issue, severity field 406 that identifies the severity level,state field 408 that lists the particular state in which the issuecurrently resides, a virtual machine state field 410 that shows thestate of the virtual machine (or virtual environment) that has beenprovisioned for this issue, a password reset field 412 that allows theuser to reset his or her password, a reproduction field 414 thatidentifies whether the issue has been successfully reproduced in thevirtual environment, a task recorder package indicator 417 thatindicates whether the recorded reproduction of the issue in the virtualenvironment has been attached, and an action field 416 that includes auser actuable input mechanism 418 that allows the user to take anaction. In the embodiment shown in FIG. 3O, user input mechanism 418allows the user to connect to the virtual environment in order toreproduce the issue.

When the user actuates mechanism 418, the user is illustratively askedto enter the connection information that allows the user to connect tothe virtual machine and to access the virtual diagnostic environment.FIGS. 3P and 3Q show various embodiments for this. In FIG. 3P, a popupdisplay 420 allows the user to identify a computer along with ausername, and FIG. 3Q shows that a popup display 422 allows the user toenter customer credentials. Having the user log in to the virtualdiagnostic environment is indicated by block 254 in the flow diagram ofFIG. 2. Displaying the login screens and receiving user logininformation is indicated by blocks 256 and 258 in FIG. 2.

The virtual business system instance 150 being accessed by the user thengenerates user interface displays that mimic those which would beencountered by the user accessing business system 108. FIG. 3R shows oneembodiment of a user interface display screen 424 that illustrates this.It can be seen that the user has logged into a virtual machine and thevirtual environment identifying data is indicated generally at 426. Thisallows the user to verify that he or she has indeed logged into theproper diagnostic environment. The user can then navigate through thediagnostic environment and the virtual business system instance 150generates user interface displays as if the user were using businesssystem 108. This allows the user to reproduce the issue in thediagnostic environment (on virtual business system instance 150) just asif the user were encountering the issue on business system 108.Displaying the user interface displays so the user can reproduce theissue in the virtual diagnostic environment is indicated by block 260 inthe flow diagram of FIG. 2. Receiving the user inputs actuallyreproducing the issue is indicated by block 262.

As the user is reproducing the issue, recording component 155illustratively records all customer interaction with the user interfacedisplay so that a support engineer 116 or developer 118 can replay thoseactions to actually see how the user encountered the issue. Recordingthe user inputs is indicated by block 264 in FIG. 2.

It may be that, for some reason, the user is not able to reproduce theissue on the virtual business system instance 150. If that is the case,the user can return to the issue list shown in FIG. 3O. By setting theissue reproduction user input mechanism 414 to “no” the system 110indicates that if the user could not reproduce the issue in the virtualenvironment (using virtual business system instance 150), then the useris asked to upload the recording of the task, so that it can besubmitted for review. FIG. 3S shows one embodiment of such a userinterface display 428. Popup display 430 instructs the user to attach atask recorded package to the issue so that it can be submitted. However,if the issue was reproduced in the virtual business system instance 150,then the user illustratively sets user input mechanism 414 to “yes” andactuates submit actuator 432 (as shown in FIG. 3T) to submit the issuefor investigation and fixing by support engineers 116 and developers118, respectively. In one embodiment, once the issue has been submitted,user interface component 145 in system 110 again generates a message(such as at 436 in the user interface display 434 of FIG. 3U).

Once the issue has been submitted, support engineers 116 illustrativelyinvestigate the issue and can further define it for developers 118.Developers 118 illustratively work on the issue, and eventually generatea fix in the virtual business system instance 150, for the issue. Thisis indicated by block 266 in FIG. 2. System 110 then illustrativelynotifies user 102 that a fix is available for verification. This isindicated by block 268 in FIG. 2. User interface component 145 in system110 then generates the user interface displays that receive user inputsso the user can log in to the virtual diagnostic environment (virtualbusiness system instance 150). This is indicated by block 270 in FIG. 2.

FIG. 3V shows a user interface display that indicates that the user canagain navigate to the user interface display 314 shown above withrespect to FIG. 3E. However, FIG. 3V shows that the user is actuatingthe verify user input mechanism 322. In response, the user isillustratively navigated to the issue list 400 shown above in FIG. 3O.Similar items to those shown in FIG. 3O are similarly numbered in theuser interface display 398 in FIG. 3W. It can be seen, however, that thestate of the issue has now been advanced from “repro” (where it neededto be reproduced by the user) to “verify” where it now is to be verifiedby the user.

Thus, the user illustratively actuates the connect user input mechanism418 in order to connect to the virtual diagnostic environment (thevirtual business system instance 150). The user can again illustrativelybe asked for login information and credentials in order to access thatenvironment. The virtual business system instance 150 then displays theuser interface displays that allow the user to apply the fix in thevirtual diagnostic environment (e.g., to virtual business systeminstance 150). This is indicated by block 272 in FIG. 2. The userinterface displays in FIGS. 3X and 3Y illustrate one example of this.

The user interface display in FIG. 3X is similar to user interfacedisplay 424 in FIG. 3R and is similarly numbered. However, the userinterface display in FIG. 3X includes a fix verify icon 436 that can beactuated by the user in order to initiate installing the fix in thediagnostic environment. FIG. 3Y shows that a popup display 438 can begenerated that allows the user install the fix, compile the code, andapply the fix to verify whether the fix actually fixes the problem. Theuser can do this by actuating the install user input mechanism 440 thenthe compile user input mechanism 442 and the apply (or OK) user inputmechanism 444. Receiving the user inputs requesting that the fix beinstalled and applied is indicated by block 274 in FIG. 2. Installingthe fix is indicated by block 276, compiling the code with the fixinstalled is indicated by block 278, and receiving any other user inputsis indicated by block 280.

Once this occurs, virtual business system instance 150 displays the userinterface displays that allow the user to again recreate the scenariowhere the issue was encountered in business system 108. The user canthen verify whether the applied fix has resolved the issue. Displayingthe user interface displays so the user can verify that the fix solvesthe problem in the virtual diagnostic environment is indicated by block282 in FIG. 2.

User interface component 145 then generates user interface displays thatallow the user to either accept or reject the resolution of the issue.This is indicated by block 284 in FIG. 2. FIG. 3Z shows one embodimentof a user interface display 450 for doing this. User interface display450 includes a table 400 which is the same as that shown with respect toFIG. 3W, except that the user input mechanism 414 has been actuated toindicate that the user accepts the resolution. When the user actuatesmechanism 432, a popup display 452 is illustratively displayedindicating to the user that the incident will be closed. If the useractuates mechanism 414 to indicate that the user does not accept theresolution, the user can then actuate the submit actuator 432 and apopup display 454 (in FIG. 3Z-1) is illustratively generated that allowsthe user to indicate why the resolution was not accepted in text box456. In that case, the issue will be resubmitted to the supportengineers 116 and developers 118 so that it can be worked on again.

Receiving the user inputs indicating that the user accepts or rejectsthe resolution is indicated by block 286 in FIG. 2. If the user does notaccept the resolution, receiving user inputs describing why resolutionwas not accepted is indicated by block 288. In that case, processingreverts to block 266. However, if, at block 286 it is determined thatthe user has accepted the resolution, then the issue is closed. This isindicated by block 290 in FIG. 2.

It can thus be seen that system 110, service 112 and system 114 providean end-to-end experience for a customer who is submitting a technicalsupport request for an enterprise system 108. The interactions betweenuser 102 and the support personnel, in order to define the issueencountered by the user, are significantly reduced. The user'sproduction environment is automatically detected and a replicateddiagnostic environment is generated, so that it dynamically behaves as areplica of the user's production environment. This enables supportpersonnel to focus on resolving the user-reported issue and drasticallyreduces the challenges faced in reproducing the reported issue, itself.The virtual diagnostic environment that is created provides a singleview of the user's replicated environment, including all configurationsettings, and installed model files. It can record the business processand problem description in the replicated environment. It also providesthe ability for the customer to ensure that the problem can bereproduced on the virtual diagnostic environment and it also enables theuser to verify that any fix has indeed resolved the issue.

The present discussion has mentioned processors, controllers, andservers. In one embodiment, the processors, controllers and serversinclude computer processors with associated memory and timing circuitry,not separately shown. They are functional parts of the systems ordevices to which they belong and are activated by, and facilitate thefunctionality of the other components or items in those systems.

Also, a number of user interface displays have been discussed. They cantake a wide variety of different forms and can have a wide variety ofdifferent user actuatable input mechanisms disposed thereon. Forinstance, the user actuatable input mechanisms can be text boxes, checkboxes, icons, links, drop-down menus, search boxes, etc. They can alsobe actuated in a wide variety of different ways. For instance, they canbe actuated using a point and click device (such as a track ball ormouse). They can be actuated using hardware buttons, switches, ajoystick or keyboard, thumb switches or thumb pads, etc. They can alsobe actuated using a virtual keyboard or other virtual actuators. Inaddition, where the screen on which they are displayed is a touchsensitive screen, they can be actuated using touch gestures. Also, wherethe device that displays them has speech recognition components, theycan be actuated using speech commands.

A number of data stores have also been discussed. It will be noted theycan each be broken into multiple data stores. All can be local to thesystems accessing them, all can be remote, or some can be local whileothers are remote. All of these configurations are contemplated herein.

Also, the figures show a number of blocks with functionality ascribed toeach block. It will be noted that fewer blocks can be used so thefunctionality is performed by fewer components. Also, more blocks can beused withh the functionality distributed among more components.

FIG. 4 is a block diagram of architecture 100, shown in FIG. 1, exceptthat its elements are disposed in a cloud computing architecture 500.Cloud computing provides computation, software, data access, and storageservices that do not require end-user knowledge of the physical locationor configuration of the system that delivers the services. In variousembodiments, cloud computing delivers the services over a wide areanetwork, such as the internet, using appropriate protocols. Forinstance, cloud computing providers deliver applications over a widearea network and they can be accessed through a web browser or any othercomputing component. Software or components of architecture 100 as wellas the corresponding data, can be stored on servers at a remotelocation. The computing resources in a cloud computing environment canbe consolidated at a remote data center location or they can bedispersed. Cloud computing infrastructures can deliver services throughshared data centers, even though they appear as a single point of accessfor the user. Thus, the components and functions described herein can beprovided from a service provider at a remote location using a cloudcomputing architecture. Alternatively, they can be provided from aconventional server, or they can be installed on client devicesdirectly, or in other ways.

The description is intended to include both public cloud computing andprivate cloud computing. Cloud computing (both public and private)provides substantially seamless pooling of resources, as well as areduced need to manage and configure underlying hardware infrastructure.

A public cloud is managed by a vendor and typically supports multipleconsumers using the same infrastructure. Also, a public cloud, asopposed to a private cloud, can free up the end users from managing thehardware. A private cloud may be managed by the organization itself andthe infrastructure is typically not shared with other organizations. Theorganization still maintains the hardware to some extent, such asinstallations and repairs, etc.

In the embodiment shown in FIG. 4, some items are similar to those shownin FIG. 1 and they are similarly numbered. FIG. 4 specifically showsthat systems 108, 110, 112 and 114 are located in cloud 502 (which canbe public, private, or a combination where portions are public whileothers are private). Therefore, user 102 uses a user device 106 toaccess those systems through cloud 502.

FIG. 4 also depicts another embodiment of a cloud architecture. FIG. 4shows that it is also contemplated that some elements of architecture100 are disposed in cloud 502 while others are not. By way of example,data store 128 can be disposed outside of cloud 502, and accessedthrough cloud 502. In another embodiment, systems and components (e.g.,component 130) can also be outside of cloud 502. Regardless of wherethey are located, they can be accessed directly by device 106, through anetwork (either a wide area network or a local area network), they canbe hosted at a remote site by a service, or they can be provided as aservice through a cloud or accessed by a connection service that residesin the cloud. All of these architectures are contemplated herein.

It will also be noted that architecture 100, or portions of it, can bedisposed on a wide variety of different devices. Some of those devicesinclude servers, desktop computers, laptop computers, tablet computers,or other mobile devices, such as palm top computers, cell phones, smartphones, multimedia players, personal digital assistants, etc.

FIG. 5 is a simplified block diagram of one illustrative embodiment of ahandheld or mobile computing device that can be used as a user's orclient's hand held device 16, in which the present system (or parts ofit) can be deployed. FIGS. 6-10 are examples of handheld or mobiledevices.

FIG. 5 provides a general block diagram of the components of a clientdevice 16 that can run components of architecture 100 or that interactswith architecture 100, or both. In the device 16, a communications link13 is provided that allows the handheld device to communicate with othercomputing devices and under some embodiments provides a channel forreceiving information automatically, such as by scanning. Examples ofcommunications link 13 include an infrared port, a serial/USB port, acable network port such as an Ethernet port, and a wireless network portallowing communication though one or more communication protocolsincluding General Packet Radio Service (GPRS), LTE, HSPA, HSPA+ andother 3G and 4G radio protocols, 1Xrtt, and Short Message Service, whichare wireless services used to provide cellular access to a network, aswell as 802.11 and 802.11b (Wi-Fi) protocols, and Bluetooth protocol,which provide local wireless connections to networks.

Under other embodiments, applications or systems are received on aremovable Secure Digital (SD) card that is connected to a SD cardinterface 15. SD card interface 15 and communication links 13communicate with a processor 17 (which can also embody processors 126,147, 154 from FIG. 1) along a bus 19 that is also connected to memory 21and input/output (I/O) components 23, as well as clock 25 and locationsystem 27.

I/O components 23, in one embodiment, are provided to facilitate inputand output operations. I/O components 23 for various embodiments of thedevice 16 can include input components such as buttons, touch sensors,multi-touch sensors, optical or video sensors, voice sensors, touchscreens, proximity sensors, microphones, tilt sensors, and gravityswitches and output components such as a display device, a speaker, andor a printer port. Other I/O components 23 can be used as well.

Clock 25 illustratively comprises a real time clock component thatoutputs a time and date. It can also, illustratively, provide timingfunctions for processor 17.

Location system 27 illustratively includes a component that outputs acurrent geographical location of device 16. This can include, forinstance, a global positioning system (GPS) receiver, a LORAN system, adead reckoning system, a cellular triangulation system, or otherpositioning system. It can also include, for example, mapping softwareor navigation software that generates desired maps, navigation routesand other geographic functions.

Memory 21 stores operating system 29, network settings 31, applications33, application configuration settings 35, data store 37, communicationdrivers 39, and communication configuration settings 41. Memory 21 caninclude all types of tangible volatile and non-volatilecomputer-readable memory devices. It can also include computer storagemedia (described below). Memory 21 stores computer readable instructionsthat, when executed by processor 17, cause the processor to performcomputer-implemented steps or functions according to the instructions.Similarly, device 16 can have a client business system 24 which can runvarious business applications or embody parts or all of architecture100. Processor 17 can be activated by other components to facilitatetheir functionality as well.

Examples of the network settings 31 include things such as proxyinformation, Internet connection information, and mappings. Applicationconfiguration settings 35 include settings that tailor the applicationfor a specific enterprise or user. Communication configuration settings41 provide parameters for communicating with other computers and includeitems such as GPRS parameters, SMS parameters, connection user names andpasswords.

Applications 33 can be applications that have previously been stored onthe device 16 or applications that are installed during use, althoughthese can be part of operating system 29, or hosted external to device16, as well.

FIG. 6 shows one embodiment in which device 16 is a tablet computer 600.In FIG. 6, computer 600 is shown with user interface display from FIG.3N displayed on the display screen 602. Screen 602 can be a touch screen(so touch gestures from a user's finger 604 can be used to interact withthe application) or a pen-enabled interface that receives inputs from apen or stylus. It can also use an on-screen virtual keyboard. Of course,it might also be attached to a keyboard or other user input devicethrough a suitable attachment mechanism, such as a wireless link or USBport, for instance. Computer 600 can also illustratively receive voiceinputs as well.

FIGS. 7 and 8 provide additional examples of devices 16 that can beused, although others can be used as well. In FIG. 7, a feature phone,smart phone or mobile phone 45 is provided as the device 16. Phone 45includes a set of keypads 47 for dialing phone numbers, a display 49capable of displaying images including application images, icons, webpages, photographs, and video, and control buttons 51 for selectingitems shown on the display. The phone includes an antenna 53 forreceiving cellular phone signals such as General Packet Radio Service(GPRS) and 1Xrtt, and Short Message Service (SMS) signals. In someembodiments, phone 45 also includes a Secure Digital (SD) card slot 55that accepts a SD card 57.

The mobile device of FIG. 8 is a personal digital assistant (PDA) 59 ora multimedia player or a tablet computing device, etc. (hereinafterreferred to as PDA 59). PDA 59 includes an inductive screen 61 thatsenses the position of a stylus 63 (or other pointers, such as a user'sfinger) when the stylus is positioned over the screen. This allows theuser to select, highlight, and move items on the screen as well as drawand write. PDA 59 also includes a number of user input keys or buttons(such as button 65) which allow the user to scroll through menu optionsor other display options which are displayed on display 61, and allowthe user to change applications or select user input functions, withoutcontacting display 61. Although not shown, PDA 59 can include aninternal antenna and an infrared transmitter/receiver that allow forwireless communication with other computers as well as connection portsthat allow for hardware connections to other computing devices. Suchhardware connections are typically made through a cradle that connectsto the other computer through a serial or USB port. As such, theseconnections are non-network connections. In one embodiment, mobiledevice 59 also includes a SD card slot 67 that accepts a SD card 69.

FIG. 9 is similar to FIG. 7 except that the phone is a smart phone 71.Smart phone 71 has a touch sensitive display 73 that displays icons ortiles or other user input mechanisms 75. Mechanisms 75 can be used by auser to run applications, make calls, perform data transfer operations,etc. In general, smart phone 71 is built on a mobile operating systemand offers more advanced computing capability and connectivity than afeature phone. FIG. 10 shows phone 71 with the display of FIG. 3V on it.

Note that other forms of the devices 16 are possible.

FIG. 11 is one embodiment of a computing environment in whicharchitecture 100, or parts of it, (for example) can be deployed. Withreference to FIG. 11, an exemplary system for implementing someembodiments includes a general-purpose computing device in the form of acomputer 810. Components of computer 810 may include, but are notlimited to, a processing unit 820 (which can comprise processor 126, 147or 154), a system memory 830, and a system bus 821 that couples varioussystem components including the system memory to the processing unit820. The system bus 821 may be any of several types of bus structuresincluding a memory bus or memory controller, a peripheral bus, and alocal bus using any of a variety of bus architectures. By way ofexample, and not limitation, such architectures include IndustryStandard Architecture (ISA) bus, Micro Channel Architecture (MCA) bus,Enhanced ISA (EISA) bus, Video Electronics Standards Association (VESA)local bus, and Peripheral Component Interconnect (PCI) bus also known asMezzanine bus. Memory and programs described with respect to FIG. 1 canbe deployed in corresponding portions of FIG. 11.

Computer 810 typically includes a variety of computer readable media.Computer readable media can be any available media that can be accessedby computer 810 and includes both volatile and nonvolatile media,removable and non-removable media. By way of example, and notlimitation, computer readable media may comprise computer storage mediaand communication media. Computer storage media is different from, anddoes not include, a modulated data signal or carrier wave. It includeshardware storage media including both volatile and nonvolatile,removable and non-removable media implemented in any method ortechnology for storage of information such as computer readableinstructions, data structures, program modules or other data. Computerstorage media includes, but is not limited to, RAM, ROM, EEPROM, flashmemory or other memory technology, CD-ROM, digital versatile disks (DVD)or other optical disk storage, magnetic cassettes, magnetic tape,magnetic disk storage or other magnetic storage devices, or any othermedium which can be used to store the desired information and which canbe accessed by computer 810. Communication media typically embodiescomputer readable instructions, data structures, program modules orother data in a transport mechanism and includes any informationdelivery media. The term “modulated data signal” means a signal that hasone or more of its characteristics set or changed in such a manner as toencode information in the signal. By way of example, and not limitation,communication media includes wired media such as a wired network ordirect-wired connection, and wireless media such as acoustic, RF,infrared and other wireless media. Combinations of any of the aboveshould also be included within the scope of computer readable media.

The system memory 830 includes computer storage media in the form ofvolatile and/or nonvolatile memory such as read only memory (ROM) 831and random access memory (RAM) 832. A basic input/output system 833(BIOS), containing the basic routines that help to transfer informationbetween elements within computer 810, such as during start-up, istypically stored in ROM 831. RAM 832 typically contains data and/orprogram modules that are immediately accessible to and/or presentlybeing operated on by processing unit 820. By way of example, and notlimitation, FIG. 11 illustrates operating system 834, applicationprograms 835, other program modules 836, and program data 837.

The computer 810 may also include other removable/non-removablevolatile/nonvolatile computer storage media. By way of example only,FIG. 11 illustrates a hard disk drive 841 that reads from or writes tonon-removable, nonvolatile magnetic media, a magnetic disk drive 851that reads from or writes to a removable, nonvolatile magnetic disk 852,and an optical disk drive 855 that reads from or writes to a removable,nonvolatile optical disk 856 such as a CD ROM or other optical media.Other removable/non-removable, volatile/nonvolatile computer storagemedia that can be used in the exemplary operating environment include,but are not limited to, magnetic tape cassettes, flash memory cards,digital versatile disks, digital video tape, solid state RAM, solidstate ROM, and the like. The hard disk drive 841 is typically connectedto the system bus 821 through a non-removable memory interface such asinterface 840, and magnetic disk drive 851 and optical disk drive 855are typically connected to the system bus 821 by a removable memoryinterface, such as interface 850.

Alternatively, or in addition, the functionality described herein can beperformed, at least in part, by one or more hardware logic components.For example, and without limitation, illustrative types of hardwarelogic components that can be used include Field-programmable Gate Arrays(FPGAs), Program-specific Integrated Circuits (ASICs), Program-specificStandard Products (ASSPs), System-on-a-chip systems (SOCs), ComplexProgrammable Logic Devices (CPLDs), etc.

The drives and their associated computer storage media discussed aboveand illustrated in FIG. 11, provide storage of computer readableinstructions, data structures, program modules and other data for thecomputer 810. In FIG. 11, for example, hard disk drive 841 isillustrated as storing operating system 844, application programs 845,other program modules 846, and program data 847. Note that thesecomponents can either be the same as or different from operating system834, application programs 835, other program modules 836, and programdata 837. Operating system 844, application programs 845, other programmodules 846, and program data 847 are given different numbers here toillustrate that, at a minimum, they are different copies.

A user may enter commands and information into the computer 810 throughinput devices such as a keyboard 862, a microphone 863, and a pointingdevice 861, such as a mouse, trackball or touch pad. Other input devices(not shown) may include a joystick, game pad, satellite dish, scanner,or the like. These and other input devices are often connected to theprocessing unit 820 through a user input interface 860 that is coupledto the system bus, but may be connected by other interface and busstructures, such as a parallel port, game port or a universal serial bus(USB). A visual display 891 or other type of display device is alsoconnected to the system bus 821 via an interface, such as a videointerface 890. In addition to the monitor, computers may also includeother peripheral output devices such as speakers 897 and printer 896,which may be connected through an output peripheral interface 895.

The computer 810 is operated in a networked environment using logicalconnections to one or more remote computers, such as a remote computer880. The remote computer 880 may be a personal computer, a hand-helddevice, a server, a router, a network PC, a peer device or other commonnetwork node, and typically includes many or all of the elementsdescribed above relative to the computer 810. The logical connectionsdepicted in FIG. 10 include a local area network (LAN) 871 and a widearea network (WAN) 873, but may also include other networks. Suchnetworking environments are commonplace in offices, enterprise-widecomputer networks, intranets and the Internet.

When used in a LAN networking environment, the computer 810 is connectedto the LAN 871 through a network interface or adapter 870. When used ina WAN networking environment, the computer 810 typically includes amodem 872 or other means for establishing communications over the WAN873, such as the Internet. The modem 872, which may be internal orexternal, may be connected to the system bus 821 via the user inputinterface 860, or other appropriate mechanism. In a networkedenvironment, program modules depicted relative to the computer 810, orportions thereof, may be stored in the remote memory storage device. Byway of example, and not limitation, FIG. 11 illustrates remoteapplication programs 885 as residing on remote computer 880. It will beappreciated that the network connections shown are exemplary and othermeans of establishing a communications link between the computers may beused.

It should also be noted that the different embodiments described hereincan be combined in different ways. That is, parts of one or moreembodiments can be combined with parts of one or more other embodiments.All of this is contemplated herein.

Although the subject matter has been described in language specific tostructural features and/or methodological acts, it is to be understoodthat the subject matter defined in the appended claims is notnecessarily limited to the specific features or acts described above.Rather, the specific features and acts described above are disclosed asexample forms of implementing the claims.

What is claimed is:
 1. A computer-implemented method, comprising:displaying an issue description user interface display with issuedescription user input mechanisms that receive user issue descriptioninputs indicative of a technical issue in a deployed computer system;automatically receiving diagnostic environment data indicative of anenvironment of the deployed computer system; automatically generating adiagnostic environment, based on the diagnostic environment data,corresponding to the environment of the deployed computer system;receiving developer inputs generating a fix for the technical issue inthe diagnostic environment; and storing the fix for application to thedeployed computer system.
 2. The computer-implemented method of claim 1and further comprising: after automatically generating the diagnosticenvironment, generating user reproduction displays that receive userreproduction inputs reproducing the technical issue in the diagnosticenvironment.
 3. The computer-implemented method of claim 2 and furthercomprising: recording the user reproduction inputs for review by adeveloper.
 4. The computer-implemented method of claim 2 and furthercomprising: receiving a user input confirming that the technical issuewas reproduced in the diagnostic environment.
 5. Thecomputer-implemented method of claim 2 wherein automatically generatinga diagnostic environment comprises: generating a computer systeminstance that reproduces the deployed computer system.
 6. Thecomputer-implemented method of claim 5 and further comprising:displaying a user application input mechanism that receives user inputsto apply the fix to the diagnostic environment.
 7. Thecomputer-implemented method of claim 6 and further comprising:displaying user verification input mechanisms that receive userverification inputs verifying whether the fix addresses the technicalissue in the diagnostic environment.
 8. The computer-implemented methodof claim 7 wherein displaying user verification input mechanismscomprises: displaying screens that mimic screens in the deployedcomputer system; and receiving user inputs performing steps in thediagnostic environment during which the technical issue is encounteredin the deployed computer system.
 9. The computer-implemented method ofclaim 5 wherein automatically generating a diagnostic environmentcomprises: provisioning a virtual computer system instance based on thediagnostic environment data; mapping the user to the virtual computersystem instance so the user has access to the virtual computer systeminstance; and mapping technical support personnel to the virtualcomputer system instance so the technical support personnel have accessto the virtual computer system instance.
 10. The computer-implementedmethod of claim 1 wherein receiving diagnostic environment datacomprises: receiving an operating system identification identifying anoperating system in the deployed computer system; receiving a deployedcomputer system version number; receiving an indication of updatesinstalled on the deployed computer system; and receiving an indicationof fixes installed on the deployed computer system.
 11. Thecomputer-implemented method of claim 1 and further comprising: afterreceiving the user description inputs and the diagnostic environmentdata, querying a fix service to identify potentially relevant fixes thatcan be applied to the deployed computer system; displaying thepotentially relevant fixes for application by the user to the deployedcomputer system; and if the user applies one of the potentially relevantfixes to the deployed computer system, sending the user a link to returnto a process flow for addressing the technical issue if the appliedpotentially relevant fix does not address the technical issue.
 12. Asystem, comprising: an issue reporting component that receives userinputs describing a technical issue encountered in a deployed computingsystem instance; a virtual environment service that generates a virtualcomputing system instance, based on environment data automaticallycollected from the deployed computing system instance; a virtual machinecontrol system that receives reproduction user inputs reproducing thetechnical issue on the virtual computing system instance and thatreceives developer inputs generating a fix for the technical issue onthe virtual computing system instance; and a computer processor that isa functional part of the system and that is activated by the issuereporting component, the virtual environment service and the virtualmachine control system to facilitate receiving user inputs, generatingthe virtual computing system instance and receiving the reproductionuser inputs and the developer inputs.
 13. The system of claim 12 andfurther comprising: a verification component that receives userverification inputs verifying that the fix addresses the technical issueon the virtual computing system instance.
 14. The system of claim 12wherein the deployed computing system instance comprises a deployedbusiness system instance and wherein the virtual environment servicecomprises: a virtual machine generator that generates the virtualcomputing system instance as a virtual business system instance thatmimics operation of the deployed computing system instance.
 15. Thesystem of claim 14 wherein the virtual environment service furthercomprises: a mapping generator that generates mappings between the userand the virtual business system instance and between a developer and thevirtual business system instance so the user and the developer haveaccess to the virtual business system instance in the virtual machinecontrol system.
 16. A computer readable storage medium storing computerreadable instructions which, when executed by a computer, cause thecomputer to perform steps, comprising: displaying an issue descriptionuser interface display with issue description user input mechanisms thatreceive user issue description inputs indicative of a technical issue ina deployed computer system instance; automatically receiving diagnosticenvironment data indicative of an environment of the deployed computersystem instance; automatically generating a diagnostic environment,based on the diagnostic environment data, corresponding to theenvironment of the deployed computer system instance, that mimics thedeployed computer system instance; generating user reproduction displaysthat receive user reproduction inputs verifying that the technical issueis reproducible in the diagnostic environment; receiving developerinputs generating a fix for the technical issue in the diagnosticenvironment; and storing the fix for application to the deployedcomputer system instance.
 17. The computer readable storage medium ofclaim 16 and further comprising: displaying a user application inputmechanism that receives user inputs to apply the fix to the diagnosticenvironment.
 18. The computer readable storage medium of claim 17 andfurther comprising: displaying user verification input mechanisms thatreceive user verification inputs verifying whether the fix addresses thetechnical issue in the diagnostic environment.
 19. The computer readablestorage medium of claim 18 wherein displaying user verification inputmechanisms comprises: displaying screens that mimic screens in thedeployed computer system instance; and receiving user inputs performingsteps in the diagnostic environment corresponding to steps in thedeployed computer system instance during which the technical issue isencountered in the deployed computer system instance.
 20. The computerreadable storage medium of claim 16 and further comprising: afterreceiving the user description inputs and the diagnostic environmentdata, querying a fix service to identify potentially relevant fixes thatcan be applied to the deployed computer system instance to address thetechnical issue; displaying the potentially relevant fixes forapplication by the user to the deployed computer system instance; and ifthe user applies one of the potentially relevant fixes to the deployedcomputer system instance, sending the user a link to return to a processflow for addressing the technical issue if the applied potentiallyrelevant fix does not address the technical issue.